2-16-2023 Release

Textel Platform Updates

Capacity Integration Progress

Bot Routing Settings Modal

On the Capacity Chat Routing page that exists in the Textel platform, we have hooked up the "Configure" button that allows users to:

Enable or Disable bot routing on a line
Specify the routing type:
1. Incoming-Catch-all - sends any new incoming message to a GC flow
  1. They will be shown a dropdown of available GCs to select from
2. Defined Keywords Only - only creates a GC session if a specific keyword responder is triggered
  1. Users can then configure in the Keyword Responder UI, which Guided Conversation should be selected

The goal of this is to allow our clients to have the ability to control which lines in their account are using GC bot flows and in what way, giving them some control over the experience.

Option to Disable Compose Box & Attachments in Pop Out Panel

Applies to both v2 Nice CCaaS and v2 Genesys CCaaS Integrations

There are some circumstances where clients do not want their agents to be able to send messages from our pop out panel inside of the agent experience. They want to restrict that to only the chat panel in the respective platform (Nice or Genesys). In those scenarios, we have create two new settings that allow our internal team to configure this at the line level within an account.

To set up:

Go to the line in CRUDy
Scroll down to Integration Settings
Toggle OFF these two settings (they are enabled by default):
1. Compose message in Pop Out
2. Adding Attachments in Pop Out

This will hide the compose box and attachment options in the pop out panel displayed within Genesys or Nice.

Unique Ids for Event Tracking in Google Tag Manager

We have tagged CTAs with unique Ids in several more sections of our platform to be able to track usage behavior and patterns. This allows us to tag specific button/menu clicks on various pages to understand what actions are performed most, in what path/order, and other interesting things about how clients actually navigate our platform.

Bug Fixes

MEDIUM - Consent Status Import Fails on Duplicates

Page updated

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